SUPPORT ASSISTANT B Full-time Job

This Call Centre is a 12-hour operation, open from 830am-830pm with various shifts including morning and afternoon shifts.

Summary:

The Revenue Services, Customer Care Call Centre has expanded to add a dedicated service line to manage high volume of calls related to Toronto Water Meter Transmission Unit (MTU) billing inquiries and discrepancies.

Major Responsibilities:

• Responds to telephone, mail, email and in person inquiries from the public, agencies and other levels of government utilizing in-depth knowledge of procedures, regulations and criteria.
• Performs varied administrative tasks involving the preparation, research, summary and reconciliation of data and the control and expedition of documents and data. Conducts research and analysis to develop service options for the public and various interested parties.
• Prepares and processes documents/statistical summaries/reports etc. Assesses and analyses data.
• Operates office equipment and computers utilizing a variety of software packages, applying speed and skill.
• Checks work for accuracy and conformity with regulations, policy and procedures and corrects/resolves outstanding/incorrect items. Identifies issues and recommends solutions. Performs complex calculations.
• Directs, coordinates, schedules and trains assigned staff. Checks/verifies work of assigned staff.
• Operates office equipment and computers utilizing a variety of software packages, applying speed and skill.
• Reviews, accepts, or rejects material/applications from the public, ensuring all criteria have been met.

Key Qualifications:

Your application must describe your qualifications as they relate to:

1. Considerable experience providing customer service either in a call center environment or at a front counter.
2. Considerable experience performing complex calculations pertaining to customer bills.
3. Considerable experience de-escalating difficult situations with the public and managing difficult calls
4. Considerable experience using Microsoft Office (i.e. Word, Excel, Outlook).

You Must Also Have:

• Strong comfort with working in a fast paced and high volume environment daily.
• Excellent interpersonal and customer service skills with the ability to work independently
• Excellent oral and written communication skills with the ability to communicate effectively with all levels of staff and the public.
• Ability to exercise independent judgment and discretion in dealing with confidential matters.
• Ability to write reports, bank reconciliations and accept various payment types
• Knowledge of contact centre principles, practices and key performance metrics

 

Additional Information:

• This position will be hybrid
• The shifts for this position are as follows:
  • Monday to Friday
    • 8:30am to 4:30pm
    • 10:00am to 6:00pm
    • 12:30pm to 8:30pm
• An employee's reporting relationship and/or work location may change due to operational reasons and in accordance with their Collective Agreement

Toronto, the capital of the province of Ontario, is a major Canadian city along Lake Ontarios northwestern shore. It's a dynamic metropolis with a core of soaring skyscrapers, all dwarfed by the iconic, free-standing CN Tower. Toronto also has many green spaces, from the orderly oval of Queens Park to 400-acre High Park and its trails, sports facilities and zoo.